DMG Consulting

JANUARY 3, 2020

The Hybrid Contact Center Workforce of 2030. It’s 2030, and one of your agents is making mistakes. But because it is a robot that’s malfunctioning, you don’t need to give it a warning; you do need to get it fixed rapidly, as it’s hurting your customer service performance. WHAT YOUR WORKFORCE WILL LOOK LIKE.

contact center workforce 96

contact center workforce Contact Center Virtual Agent Enterprise 96

Aspect

MAY 15, 2018

The AI market is somewhat unique, as far as new technologies go, because we have a clear standard for what the technology should be able to achieve: the same physical and intellectual capacity that we have as human beings. We could use a simple Boolean equation or a decision tree or a deep neural network to make the decision.

Contact Center 68

Contact Center contact center workforce Airlines Virtual Agent 68

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

DMG Consulting

MARCH 11, 2021

DMG’s 14 th annual report on the contact center workforce management (WFM) sector delivers a comprehensive analysis of the vendors, products, pricing and best practices for this IT sector. For agents working at home, the pandemic has also shifted their work/life balance in often unexpected ways.

Consulting 59

Consulting Consulting Marketing Management 59